Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview An exciting opportunity has arisen for an Assistant Service Manager to the join the Neuroscience service at Guys Hospital. There are two Assistant Service Manager’s across the two departments Neurofibromatosis & Neurology each with a predominant focus on either service. The current vacancy we have is for Neurofibromatosis. The roles are designed to provide cross cover for each other in times of absence & allow support to one another on larger pieces of work & projects. This is the perfect post for an experienced team leader, who is looking to manage a busy department with a complex patient cohort. The individual must be adaptable, have excellent organisational and prioritisation skills, excellent communication & problem-solving abilities. The ability to multitask and use initiative in a busy environment is essential. The post holder will support the Service Manager to deliver operational targets, monitor performance, and directly line manage a team of administrators. Responsibilities will include, but are not limited to: Line Management of Patient pathway coordinators Responding to PALS/Complaint queries Data quality monitoring, analysis and performance reporting Participation in service improvement and development The Successful applicant must be able to lead and motivate teams with a high degree of self-motivation, experience of people management and a keen attention to detail. The post holder must be IT literate and have the ability to navigate trust IT systems. Main duties of the job This role provides support to the Service Manager in the day to day operational management of the Neurosciences department. The post holder will be expected to operationally manage the service to ensure effective processes and procedures are in place to collate, monitor and track performance against the local and national targets. The post holder will hold line management responsibilities for members of the administrative team and will also be financially responsible for a non-pay budget of up to £500. The post holder needs to be able to problem solve, and deal with day to day management issues including organising and allocating work across our teams. The role will require the individual to interact with a multi-disciplinary team in a very busy office environment, dealing with highly complex and sensitive issues, often requiring appropriate judgements to be made under minimal supervision Working for our organisation Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust. The post holder will: a. Be Caring - Put Patients First b. Be Ambitious – be innovate and strive for excellence pride in what they do c. Be Inclusive – respect each other and work collaboratively Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust careers pages and GTIntranet. Detailed job description and main responsibilities Operational Management Support the Service Manager in managing the services to ensure effective processes and procedures are in place to collate, monitor and track performance against the local and national targets. This will require working autonomously to understand & meet operating targets, budget controls, and relevant HR management. Problem solve all day to day management issues, organising and reallocating work where situations change due to variations to the work load and staffing availability Exercise delegated authority on behalf of the service manager, consultants and clinical leads to resolve day-to-day management issues within the service. Manage the analysis of data so managers have access to timely and accurate information on all key performance indicators. Undertake and co-ordinate service related projects as and when required. Following the correct process to ensure all requests for outpatient clinic cancellations are made in a timely fashion, raising any concerns with the service manager regarding capacity Ensure the appropriate paperwork is completed for all new starter (and leaver) doctors and training arranged Monitoring the patient pathway to ensure that the care plans agreed in clinic and at MDT meetings are (e.g. referral for diagnostic tests or onward referral) are put into place. Review existing clinic profiles to ensure clinics run smoothly, and appointment slots are of the appropriate length for patient needs Liaise with the appointment centre and clinic receptionist to book patients appointments and ensure patients are booked into the correct clinic, as identified by the clinical nurse specialist or consultant Ensure that outpatients waiting times are maintained to the agreed target and monitor the progress of the patient pathway alongside the 18 week target Responsible for the design and implementation of audits in collaboration with Heads of Service To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy To contribute to the modernisation of patient services Financial Management Manage a delegated non-pay budget within the service ensuring that expenditure is within agreed limits. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500. Staff management Day to day managerial responsibility for all administration staff & others where agreed. Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service. Ensure all staff comply with relevant Trust policies and standing financial instructions Recruit and induct A&C staff in line with Trust policies and procedures. Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service. To ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services Overseeing PA/Secretarial team duties Check and monitor all clinical secretarial correspondence to set appropriate quality standards for all new staff Effectively communicate to a multi disciplinary group of people Arrange, plan and take comprehensive and accurate minutes at meetings and to log actions of meetings and be responsible for ensuring that such actions have been carried out Provide high quality medical secretary support to consultants and clinical teams when required When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required. Communication Demonstrate interpersonal skills when dealing with all levels of staff across the Trust using persuasion, tact and reassurance where necessary To deal with all telephone calls related to the service, ensuring that callers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently Handle confidential patient material in a sensitive and discrete fashion in compliance with Trust policy and procedure To be able to influence, motivate and involve individuals and teams to reach necessary performance targets expectations Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team. Other responsibilities Preparing data and results for audits and presentations, including graphical presentations Ensure data in the clinical databases is kept up to date and valid Working with the lead clinician, specialist nurse and all other members of the MDT Team to ensure that the information entered in the database is of the highest quality and validity Any other Adhoc duties and tasks delegated to them which are commensurate with the grade of this role. Person specification Education Essential criteria GCSE Maths and English Educated to HNC/equivalent Diploma/ equivalent experience Track record of significant continuous professional and management development Desirable criteria Customer service qualification / training Previous Experience Essential criteria Staff supervision / management including recruitment, retention, appraisal, first line disciplinary and knowledge of budge management issues Have contributed to meeting operational objectives Experience of delivering administrative and clerical services Evidence of introducing and supporting change process Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multi-disciplinary teams Desirable criteria Have significantly contributed to meeting strategic objectives Experience of delivering services on a multi-site basis Skills/Knowledge/Ability Essential criteria Excellent leadership and influencing skills Highly motivated and ability to work independently Ability to respond to changing demands Excellent interpersonal, presentation and written communication skills Evidence of positively influencing organisational culture Track record of supporting the management of innovation and service improvement. Desirable criteria Financial management and analysis skills Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Becky Meehan Job title Service Manager - Neurosciences Email address [email protected] Additional information It is highly recommended that interested candidates reach out for more information about this role prior to interviews.